Selling Through Support Staff
This is a 1 day course
1. See bottom of page for scheduled course dates.
2. If you have 4 or more delegates we can schedule a course for you, or run it in-house. Please contact us online or call us on 0115 9849940 for more details.
Who will benefit: Any person with direct customer contact either face-to-face or on the telephone, including accounts staff, service engineers, customer service staff, designers and planners, technical support staff, drivers and warehouse staff.
Objectives: By the end of the course participants will be able to:
- Recognise the importance of their role in assisting the company's overall sales effort
- Enhance and build upon the image of the company by providing excellent customer service
- Understand what a customer is looking for
- Identify new sales opportunities from existing and new customers
- Recognise customer buying signals and take appropriate action
- Present their company's products and / or services with the buyer in mind
- Record and pass on valuable sales information
Module One – The importance of your role
- The sales potential of support staff
- Projecting the right image for your company - you are your company
- Moments of truth and the chain of experience
- Adopting a positive mental attitude
Module Two – Customer awareness
- What your customers are looking for
- The benefits of customer care
- How we can effectively demonstrate customer care
- The importance of company loyalty
Module Three – Communicating effectively
- Professional telephone techniques – the dos and don’ts
- Demonstrating empathy
- Effective questioning techniques
- Active listening skills
Module Four– Identifying sales opportunities and acting upon them
- Researching your customer
- Presenting your product or service with your customer in mind
- Recognising customer buying signals
- Overcoming objections
- Gaining customer commitment to proceed
- Recording and passing on information
Scheduled Courses:
This course is not currently scheduled. Please contact us for further details.
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